On the way to being full package
Avaya OneCloud CCaaS 's ability to route and reroute call traffic to meet our needs has been a game changer. We feel like we are more …
Starting at $48 per month
View PricingOverview
What is Avaya Experience Platform?
The Avaya Experience Platform aims to turn moments with customers into momentum for businesses by making it easier to deliver memorable experiences across all channels and devices, at all times, giving employees tools to respond faster, with greater insight, while…
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Popular Features
- Call forwarding (33)9.090%
- Warm transfer (33)8.787%
- Inbound call routing (34)8.686%
- Agent dashboard (33)8.080%
Reviewer Pros & Cons
Video Reviews
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Pricing
Entry-level set up fee?
- Setup fee required
For the latest information on pricing, visithttps://www.avaya.com/en/products/ccaas…
Offerings
- Free Trial
- Free/Freemium Version
- Premium Consulting/Integration Services
Starting price (does not include set up fee)
- $48 per month
Features
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Product Details
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- Competitors
- Tech Details
- FAQs
What is Avaya Experience Platform?
The Avaya Experience Platform aims to turn moments with customers into momentum for businesses by making it easier to deliver memorable experiences across all channels and devices, at all times, giving employees tools to respond faster, with greater insight, while engaging and satisfying the needs of customers. The solution boasts an innovation without disruption approach to reduce the amount of investment required to add best-in-class technologies into the customer experience workflows to drive new business outcomes.
Avaya Experience Platform Features
Contact Center Software Features
- Supported: Agent dashboard
- Supported: Validate callers
- Supported: Outbound response
- Supported: Call forwarding
- Supported: Click-to-call (CTC)
- Supported: Warm transfer
- Supported: Predictive dialing
- Supported: Interactive voice response
- Supported: REST APIs
- Supported: Call scripts
- Supported: Call tracking
- Supported: Multichannel integration
- Supported: CRM software integration
- Supported: Automatic speech recognition (ASR)
- Supported: Natural language processing for IVR
- Supported: Communications forecasting
Workforce Optimization (WFO) Features
- Supported: Inbound call routing
- Supported: Omnichannel inbound routing
- Supported: Recording
- Supported: Quality management
- Supported: Call analytics
- Supported: Historical reporting
- Supported: Live reporting
- Supported: Customer surveys
- Supported: Customer interaction analytics
Omnichannel support Features
- Supported: Email
- Supported: Voice (phone)
- Supported: VoIP
- Supported: SMS/Text
- Supported: Video channel
- Supported: Live chat channel
- Supported: Co-browse
- Supported: Screen-share
- Supported: Social media channels
- Supported: Mobile applications
Predictive Analytics Features
- Supported: Intelligent call routing
- Supported: Chatbots
- Supported: AI assistance for live agents
Avaya Experience Platform Competitors
Avaya Experience Platform Technical Details
| Operating Systems | Unspecified |
|---|---|
| Mobile Application | No |
Frequently Asked Questions
Avaya Experience Platform starts at $48.
Reviewers rate Call forwarding and Call tracking and Multichannel integration highest, with a score of 9.
The most common users of Avaya Experience Platform are from Enterprises (1,001+ employees).
Comparisons
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Reviews and Ratings
(188)Attribute Ratings
Reviews
(1-25 of 52)Companies can't remove reviews or game the system. Here's why
March 31, 2024
On the way to being full package
Score 8 out of 10
Vetted Review
Verified User
- call routing
- skills for agents
- it also brings in other arms of the business for unified approach
- it demands a lot of CPU
- better drop downs
- on the fly changes for skills
March 19, 2024
Avaya Experience Platform
- Digital media
- Customer Journey
- Recording
- Dialer
March 19, 2024
Avaya Experience Platform Review
- Avaya Workplace
- CMS
- Avaya IP phones
February 27, 2024
analog/digital to VoIP
- Support is always available when needed as well as being able to ask questions about different issues that might arise.
- Easily able to modify the system to accommodate the users and incoming telephone lines.
- User-friendly for the end users to access their phone's features and voicemail.
- My system is using digital and analog phones where we are trying to upgrade to VoIP phones. The features and functionality of these phones are so much easier to use, but the system does not allow for automatically finding the system to use. It does not integrate well with other security features installed by the company.
December 10, 2023
Fully functional communication system, ideal for events.
Score 9 out of 10
Vetted Review
Verified User
- Keeping large teams productivity and personnel under control.
- All calls are documented in a uniform and legible fashion.
- Streamlining the workflow is made easier.
- The stability of the browser across different platforms.
- There was a lack of clarity in the setting process in my opinion.
- There can be no intergration with third parties in my experience.
September 10, 2023
Avaya Experience Platform Review
- The analytics are great.
- More like the timing of the retrieval and response time that we get. I think that we would need to ensure to make it better.
August 01, 2023
CM in Avaya
- Manage of IVR customers
- IVR integrated with text to speech
- CMS integration with Yoizen reportery
- Change the auto answer feature, according to differt customer
- Authentication o Bio-metrics
- Ways to program the IVR
June 27, 2023
Avaya Experience Platform Digital
- Digital Interaction
- Consolidated Reporting
- Blended Agents
- Interaction with our on premise voice pabx
June 23, 2023
Realtime Data When You Need It
- Provides accurate data
- Houses accurate certifications and status'
- Gives a good health check snapshot for key stakeholders
- Latency in reporting
- Latency in launching
- I would like the ability to customize AEP dashboards per user
June 23, 2023
Great Technical Support!
- The stability or business continuity
- Technical support
- Innovation
- Social Network channel
- Integrate IA
June 22, 2023
Sound bites from higher ed.
- The app and the ability to use the "office" phone while on the road.
- There's an easy implementation and training process to get everyone on board quickly.
- Flexibility of transferring calls to different mediums - I can switch a phone call to a conference or patch in other parties with ease.
- As an end user (and not part of our IT department), I would love to get updates from Avaya Experience Platform on my own to see other ways to use the product.
- Is there a YouTube channel? Sometimes I'm looking for directions on how to do something and would love to be able to look things up on YouTube.
- I would like to be able to see availability of people in a web page format. For example, if I am looking for someone in financial aid to transfer a student, I would want to look for someone showing as "available" - meaning at the phone and not in a meeting.
May 05, 2023
Yeyyy AEP
- AI noise cancellation
- Personalization
- Smarter
- Functions are a little confusing
- Slow mobile app
- Ringing not synced between web and app
August 31, 2022
Avaya Experience Platform has some room for improvement!
- A dashboard that is available for agents is helpful in providing them with detailed information about the status of the call center.
- Supervisors have a lot of information available to them regarding agent status and the status of their call center as a whole (i.e., customer service levels, etc.).
- Calls are automatically terminated at an agent and do not allow for the agent to "manually" answer the incoming call. This is very problematic as agents are not able to prepare properly for incoming calls. In addition, agents have stepped away from their desks and forgotten to put themselves in an away status, and calls have been directed to them, and they just sit there with no agent present. This is a very undesirable feature of the system.
- Password resets are extremely problematic and continuously cause problems for users. Agents are prompted to change their password upon expiry, and when they follow the instructions as outlined, it rarely works and ends up needing a full reset. The challenge questions are useless and do not work at all.
- Support can be a bit challenging as there are definite language barriers that have made both explaining the problem and understanding the recommended solution difficult.
- The system is sometimes unreliable and will randomly log agents out with no explanation. Agents are then advised by support to log out, clear cache, and log back in. This is not feasible in a busy call center.
May 12, 2022
Key tool for customer support agents
- Allows sharing and accessing databases in the cloud
- Digital voice channel is easy to use
- Performance and workforce management for large teams
- Can have stability issues
- Could allow for a more personalized interface
- Could have a more intuitive interface for UX
January 26, 2022
A Good Contact Center Call and Communication System
Score 8 out of 10
Vetted Review
Verified User
- Connection system
- Fluid and easy-to-use layout
- Sometimes there are a lot of problems when transferring the call to another sector, the program gives an error and we can't
- Sometimes the program is slow and impairs productivity
September 17, 2021
Easy with Avaya Experience Platform
- Manages voice, video, and social platform
- Communication optimization
- Tool for measurement
- Incredible data precision
- No third party integration should be there
- Virtual features required
- Some glitches needs to be worked on
- Quality of call recording
August 17, 2021
Avaya Experience Platform All in One Review
Score 8 out of 10
Vetted Review
Verified User
- Pricing
- Easy to manage and use
- Scalability as it's on the cloud
- Near to no downtime
- Customer experience features
- 3rd Party integrations
- Multiple devices responsiveness on browser
- Need more virtual/cognitive assistants features
- Cloud services
- Good to handle contacts (calls, chats and more).
- Responsive and good software.
- Lack of customization.
- Can improve in call recordings quality.
- It glitches sometimes.
July 22, 2021
One Avaya, One Solution!
- Advanced self-service automation
- Employee productivity tools
- Call and screen recording
- Bring lower prices
- Offer more plan options
- Spanish customer service
July 22, 2021
Avaya Experience Platform one of the best
- Centralized control and maintenance.
- Great user interface and controls.
- Superb options for great service.
- No self-service for users due to the nature of the software.
July 21, 2021
Avaya Experience Platform Review
- Productivity tools
- Call recording
- Screen recording
- Create personalized packages
- Offer pay as you go
- Multilingual customer service
- Amazing uptime with little to no interruptions.
- Amazing support system.
- Clear, easy and No-Code dependent customizable interface
- Strong Staff service expertise.
- Customizable statistics and analytic tools that can easily be managed.
- Sometimes users report call quality issues, but that is very rare to happen.
- No self service.
July 12, 2021
Avaya Experience Platform
- Screen Recording Feature
- Voice to text transcription
- Easy to setup
- Application should be responsive in browser
- Should respond faster to network changes
- Improve browser compatibility
July 08, 2021
Cloud Call Center solution here!
- Innovation
- Overall Cost
- Customer-first attitude
- Setup was not too intuitive
- Lack of social media integration
- Slow at times
June 25, 2021
Avaya Experience Platform Vs 8x8
- Extremely user friendly.
- Easy to manage and navigate.
- Great customer service.
- Having to use 2 different applications is a little strange.
- Sometimes the calls will come in choppy, but usually based on net stability.
- As an admin, it is sometimes difficult to navigate.